Tamana Thakur
Hamirpur,India
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
SR SERVICE DESK ANALYST
AVASO TECHNOLOGIES
06.2023 - Current
- Raising tickets on portal.(Service now)
Aligning techs, coordinating with technicians and clients. - Connect with internal as well as external stakeholders to identify the area of work, update the project status in real
time. - Weekly call with clients to understand the requirements, to fulfill them or to know about the area of
improvement to provide client satisfaction. - Documentation of project at each phase of the project. Maintaining the client relationship to retain the project for long run.
ANALYST
TELEPERFORMANCE
09.2021 - 06.2023
- Collaborated with multiple departments at Teleperformance to ensure seamless order processing and issue resolution.
- Assisted iPhone users by providing timely updates on their order status, coordinating with DHL and Blue Dart as a mediator to ensure safe and on-time delivery.
- Worked as a Payment Specialist, addressing customer inquiries related to orders, and utilizing SAP to identify errors and resolve concerns.
- Resolved various issues and account blocks using SAP to facilitate order processing and prevent delays.
- Escalated unresolved issues or outstanding queries to ensure proper follow-up and resolution.
- Utilized the AFS tool, a database tool, to retrieve and verify order information for accurate and efficient order management.
ANALYST
ECLERX
12.2017 - 09.2021
- Provided comprehensive hardware and software troubleshooting support for clients based in the USA and Canada.
- Utilized tools such as Help-shift, Einstein 360, and ACSR to diagnose and resolve technical issues.
- Coordinated with technicians to ensure timely resolution of client concerns and system malfunctions.
- Delivered expert assistance to end users with home security services, addressing hardware and service-related inquiries.
Education
B.Tech - Textile Engineering
Jawahar Lal Nehru Government Engineering College
01.2017
Skills
- Knowledge of ticket priorities and levels of ticketing
- Basic knowledge of Active directory Good customer handling and email writing skills
- Confident, determined and ability to cope up with different situations
- SERVICE NOW (SNOW) and AMGEN (Client tool)
- Basic knowledge of Using VLOOKUP to transfer the data from one sheet to another
Timeline
SR SERVICE DESK ANALYST
AVASO TECHNOLOGIES
06.2023 - Current
ANALYST
TELEPERFORMANCE
09.2021 - 06.2023
ANALYST
ECLERX
12.2017 - 09.2021
B.Tech - Textile Engineering
Jawahar Lal Nehru Government Engineering College
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